The CX Cast

It is more crucial now than ever to stay in-tune with your customers, but how to manage a customer feedback program during a crisis can be difficult and confusing. The bottom line: You will have to adapt your approach. In this episode, Senior CX Analyst Faith Adams joins us to discuss customer feedback programs, including how critical they are, how to approach them the right way, and what processes you can put in place to ensure future customer feedback program success.

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* BLOG: Evaluate And Adjust Your VoC Program To Improve CX During COVID-19

* BLOG: Three Steps To Improving Customer Experience In The Middle Of The COVID-19 Pandemic

What is the employee experience (EX) of a pandemic? Companies are making plans and governments are tracking the spread of the virus, but who is listening to the voice of the employees? What impact are they experiencing because of the coronavirus, even if they aren’t exposed to it? In this episode we discuss with VP Principal Analyst, James McQuivey about the data he has collected from the #pandemicEX survey project and some of the findings.

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* BLOG: PandemicEX: The Employee Experience Of Coronavirus

What is the employee experience (EX) of a pandemic? Companies are making plans and governments are tracking the spread of the virus, but who is listening to the voice of the employees? What impact are they experiencing because of the coronavirus, even if they aren’t exposed to it? In this episode we discuss with VP Principal Analyst, James McQuivey about the data he has collected from the #pandemicEX survey project and some of the findings.

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* BLOG: PandemicEX: The Employee Experience Of Coronavirus

Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it’s no wonder firms are prioritizing accessibility. But it’s about more than legal risk — accessibility efforts have a long track record of yielding innovations that help all customers, a benefit commonly called the “curb cut effect.” In this episode we discuss with principal analyst, Gina Bhawalkar, about the benefits of digital accessibility and ways to get started to incorporate people with disabilities into your process to create better experiences.

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* Get Accessibility Right: Recruit People With Disabilities Into The Design Process

* BLOG: Get Accessibility Right: Recruit People With Disabilities Into The Process

Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it’s no wonder firms are prioritizing accessibility. But it’s about more than legal risk — accessibility efforts have a long track record of yielding innovations that help all customers, a benefit commonly called the “curb cut effect.” In this episode we discuss with principal analyst, Gina Bhawalkar, about the benefits of digital accessibility and ways to get started to incorporate people with disabilities into your process to create better experiences.

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* Get Accessibility Right: Recruit People With Disabilities Into The Design Process

* BLOG: Get Accessibility Right: Recruit People With Disabilities Into The Process

Brands who create value for customers get business value in return. However, many customer experience (CX) professionals fail to identify and deliver the right value to customers. In this episode we discuss with Forrester principal analysts, Maxie Schmidt and Shar VanBoskirk, about the definition of value and their framework on how to think and provide customer value.

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* Value For Customers: The Four Dimensions That Matter

Brands who create value for customers get business value in return. However, many customer experience (CX) professionals fail to identify and deliver the right value to customers. In this episode we discuss with Forrester principal analysts, Maxie Schmidt and Shar VanBoskirk, about the definition of value and their framework on how to think and provide customer value.

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* Value For Customers: The Four Dimensions That Matter

CX Champions programs are growing in popularity, with surprising diversity in execution. Many are an increasingly valuable aspects of CX teams’ efforts and influence across the organization, whether they’re used for training, project management, or recognition. In this episode, we discuss with analyst Angelina Gennis about what are the goals of the program and what can a CX Champions program look like with a range of examples of how different companies have approached it. As well as, how your team can begin to model a CX Champions program and how to evolve it over time.

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* Customize Your CX Champions Program

CX Champions programs are growing in popularity, with surprising diversity in execution. Many are an increasingly valuable aspects of CX teams’ efforts and influence across the organization, whether they’re used for training, project management, or recognition. In this episode, we discuss with analyst Angelina Gennis about what are the goals of the program and what can a CX Champions program look like with a range of examples of how different companies have approached it. As well as, how your team can begin to model a CX Champions program and how to evolve it over time.

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* Customize Your CX Champions Program

A lot of companies are focused on customer journeys and we all know why journeys matter. However many companies struggle to assess whether journeys are successful for the customer and the company. How well does each journey perform? Does it deliver value to customers? Does it meet short-term and long-term organizational goals?

In this episode, we discuss with VP Principal Analyst Joana Quintanilha, about the journey measurement framework she created with VP Principal Analyst Maxie Schmidt where it quantifies journey performance by defining end-of journey success metrics and in-journey signals that predict journey success.

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* BLOG: Measure And Predict Journey Performance: The New And Right Way

* The Journey Measurement Framework: Assess And Predict Journey Performance

* The Journey Measurement Framework Applied In B2C And B2B